Technical Support Supervisor

WyreStorm Technologies is looking for a Technical Support Supervisor to lead our North American technical support team.

WyreStorm is an award-winning manufacturer of audio-visual distribution, control, and IT solutions. Our support team plays a central part in the experience our customers have with our products, and this role leads that effort in the Americas.

You will manage the day-to-day running of North American support, take ownership of escalated technical cases, and work directly with our engineering, product development, and sales teams. This is a hands-on leadership role that combines team management with real technical work, customer site visits, and industry events across the region., * Supervise and support the North American technical support team.

• Oversee incoming customer inquiries across phone, email, live chat, and the ticketing system, covering WyreStorm product installation, configuration, and troubleshooting.
• Manage tier 2 escalated cases and act as the link to the engineering team.
• Visit customer sites when a case requires it.
• Attend InfoComm and local partner events in the Americas as required.
• Work with product development and technical sales to capture current device issues and limitations, and feed them back into the product.
• Report to the Technical Support Manager, based outside the US, and to the Vice President, Americas for business alignment.

• Minimum 5 years of Pro AV industry experience in technical support or a similar role.
• Deep experience with AV over IP, control systems, network switches, matrix switchers, and presentation switchers.
• Ability to troubleshoot and diagnose complex technical issues across full AV systems.
• Basic programming knowledge and experience.
• Confidence leading and presenting to a group.

Preferred

• AMX, Crestron, Extron, or Q-SYS programming, or a similar certification.
• AVIXA CTS or a similar industry certification.

Pulled from the full job description

• Tuition reimbursement
• Paid parental leave
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• Paid time off, At WyreStorm we value our employees and invest in their success. Our package includes:
• Comprehensive Health, Dental & Vision Insurance
• 401(k) Retirement Plan
• Paid Time Off
• Flexible Work Schedule
• Tuition Reimbursement
• Life Insurance
• Employee Discounts
• Paid Parental Leave

Pay: $70,000.00 - $80,000.00 per year, * 401(k)

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance